Abacus Plumbing, Air Conditioning & Electrical · 1 day ago
Customer Service Supervisor
US-TX-Southlake
Full-time
Hybrid
Mid, Senior Level
5+ years expAbacus Plumbing, Air Conditioning & Electrical is a growing company serving Texas homeowners since 1975. They are seeking a Customer Service Supervisor to lead and support the Customer Service Representatives while ensuring exceptional service and performance in a fast-paced call center environment.
Home Improvement
No H1B
Responsibilities
Coach, mentor, and support CSRs to meet performance and quality standards
Monitor call quality, customer interactions, and adherence to procedures
Analyze call center metrics and provide reporting and insights
Assist with training, onboarding, and ongoing development
Support scheduling, on-call rotations, and coverage needs
Help identify process improvements that enhance efficiency and customer experience
Ensure professionalism, accuracy, and courtesy on every customer interaction
Lead by example and reinforce Berkeys’ values of Care, Growth, and Trust
Successfully handle high volume inbound customer service calls
Collecting and reporting call center analytics and analyzing variances
Responsible for supporting and assisting the Customer Service Manager in the areas of: coaching and conflict resolution, innovation, employee engagement and process improvement
Help create and document SOP’s and training materials
Hands-on involvement in all aspects of customer service
Strong analytical and communication skills
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Maintains accuracy of data and data integrity as it relates to call center and dispatch
Monitors incoming calls and abandoned call rate daily
Listen to calls and compares call behaviors to predetermined call grading criteria
Quickly analyzes account history and provides accurate information to assist in one-call resolution
Meet individual and team performance standards while maintaining good attendance and dependability
Demonstrates courtesy and professionalism on all calls to ensure a positive customer experience
Strong customer service orientation with active listening skills and a high attention to detail
Assist with daily tracking reports and quality assurance reviews
Models and promotes Berkey’s core values Care, Growth, and Trust
Other reporting as determined by the Customer Service Manager
Qualification
Required
High school diploma or GED required
5+ years of call center experience
Strong coaching, communication, and conflict-resolution skills
Comfortable analyzing data and using performance metrics
Proficient in Microsoft Word & Excel
Ability to multitask, stay organized, and remain calm under pressure
A hands-on leader who enjoys supporting teams on the floor
Proficiency with mathematics, simple formulas and calculations required
Minimum High School Graduate/GED Equivalent
Intermediate skills in Microsoft Windows, including Word and Excel
Preferred
Supervisory experience preferred
Five (5) years' experience working with Call Center phone systems, preferred
Prior Supervisory experience is preferred
Benefits
Bonus Plan
Company
Abacus Plumbing, Air Conditioning & Electrical
Abacus is an electrical contractor in the city of Sugar Land from simple installations to major electrical upgrades.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Brandon Keller, CPA
Vice President of Operations / Chief Financial Officer
Recent News
2025-11-04
Company data provided by crunchbase